Equality Impact Assessment

11 December 2018

Assessment information
Title	Connecting Housing and Tenants (CHAT) Visit
Lead officer(s)	H Merriman
Telephone number	07876 144913
Email address	helen.merriman@east-ayrshire.gov.uk
Date summary created	18 Jul 2025
Date assessment completed	18 Jul 2025
Summary of policy aims	CHAT Visits are to be carried out annually by Neighbourhood Coaches to every Council tenancy. It serves several important purposes for both the Council and tenants. The key objectives are to: • Build and strengthen relationships with our tenants; • Ensure the property is being maintained in accordance with the Tenancy Agreement; • Ensure appropriate levels of occupation; • Ensure the accommodation is suitable for the household e.g. if there was an emergency, that safe evacuation can happen; • Maintain sustainable tenancies and proactive tenancy management; • Promote tenant wellbeing; • Identify any support needs within the household; • Check for any outstanding repairs, including dampness and mould, and that the property is safe and secure; • Identify how tenants would like us to communicate and consult with them; • Identify tenancy fraud - usually subletting or unauthorised occupation through checking occupant details; • Provide the opportunity to improve tenant profile information to support better tailoring of services; and • Engage proactively with our tenants, let them know their views are important to us and their satisfaction with us as their landlord is our priority. The CHAT visit aims to provide tenants with equal opportunity to access advice and support to maintain their tenancy and improve their opportunities.
Key issues	Age: Evidence: - Tenant demographic data - Previous visit outcomes - Complaints and feedback - Consultation with EA Federation of Tenants and Residents - Tenant Satisfaction Survey 2023 - Housing Need and Demand Assessment 2025 - Local Housing Strategy 2019-25 Impact: Differential impact Elderly tenants may need more time or support to prepare for a visit. Young tenants may be unfairly stereotyped or treated with suspicion. Benefit: - Identifies support needs for older tenants or young people living independently. Mitigating Factors: Schedule visits flexibly and in advance to accommodate tenants and family member, friend, carer or advocate. Appointment reminder is issued. Check for accessibility needs e.g. mobility support. Provision of written materials in accessible formats e.g. large print, email, Easy Read. Reasonable adjustments are offered where needed. Staff are trained in safeguarding and equality. Referrals to social care or youth support services. Disability: Evidence: - Tenant demographic data - Previous visit outcomes - Complaints and feedback - Consultation with EA Federation of Tenants and Residents - Tenant Satisfaction Survey 2023 - Housing Need and Demand Assessment 2025 - Local Housing Strategy 2019-25 Impact: Differential impact Tenants with physical or mental disabilities may require reasonable adjustments (e.g. more notice, support during the visit). Inappropriate handling could lead to discrimination or distress. Benefit: - Identifies unmet accessibility needs or maintenance issues that affect daily living. Mitigating Factors: Schedule visits flexibly and in advance to accommodate tenants and family member, friend, carer or advocate. Appointment reminder is issued. Check for accessibility needs e.g. mobility support. Provision of written materials in accessible formats e.g. large print, email, Easy Read. Reasonable adjustments are offered where needed. Staff are trained in safeguarding and equality. Visit includes ensuring adaptations (e.g. grab rails, ramps) are in place and functional. Gender reassignment: Evidence: - Tenant demographic data - Previous visit outcomes - Complaints and feedback - Consultation with EA Federation of Tenants and Residents - Tenant Satisfaction Survey 2023 - Housing Need and Demand Assessment 2025 - Local Housing Strategy 2019-25 Impact: Positive impact Benefit: - Reinforces respectful treatment and privacy for trans tenants. Mitigating Factors: Tenant can request use of correct name and pronouns Race: Evidence: - Tenant demographic data - Previous visit outcomes - Complaints and feedback - Consultation with EA Federation of Tenants and Residents - Tenant Satisfaction Survey 2023 - Housing Need and Demand Assessment 2025 - Local Housing Strategy 2019-25 Impact: Differential impact Language barriers or cultural differences may affect communication. Benefit: - Provides an opportunity to address language barriers or cultural misunderstandings. Mitigating Factors: Schedule visits flexibly and in advance to accommodate tenants and family member, friend, carer or advocate. Appointment reminder is issued. Provision of written materials in accessible formats e.g. translation, large print, email, Easy Read. Reasonable adjustments are offered where needed. Staff are trained in safeguarding, equality and cultural awareness. Referrals to support services. Religion or Belief: Evidence: - Tenant demographic data - Previous visit outcomes - Complaints and feedback - Consultation with EA Federation of Tenants and Residents - Tenant Satisfaction Survey 2023 - Housing Need and Demand Assessment 2025 - Local Housing Strategy 2019-25 Impact: Differential impact Visits scheduled during religious observances or without regard for religious practices could be intrusive or disrespectful. Benefit: - Allows respectful scheduling around religious observances and practices. Mitigating Factors: Schedule visits flexibly and in advance to accommodate tenants and if requested, avoid visits during prayer times or religious holidays. Appointment reminder is issued. Provision of written materials in accessible formats e.g. translation, large print, email, Easy Read. Reasonable adjustments are offered where needed. Staff are trained in safeguarding, equality and cultural awareness. Marriage & Civil Partnership: Evidence: - Tenant demographic data - Previous visit outcomes - Complaints and feedback - Consultation with EA Federation of Tenants and Residents - Tenant Satisfaction Survey 2023 - Housing Need and Demand Assessment 2025 - Local Housing Strategy 2019-25 Impact: Positive impact. Benefit: - Respectful recognition of relationship status can support inclusive service delivery. Mitigating Factors: Staff are trained in equality and diversity. Pregnancy & Maternity: Evidence: - Tenant demographic data - Previous visit outcomes - Complaints and feedback - Consultation with EA Federation of Tenants and Residents - Tenant Satisfaction Survey 2023 - Housing Need and Demand Assessment 2025 - Local Housing Strategy 2019-25 Impact: Differential impact Pregnant tenants or those with newborns may need visits to be rescheduled or handled with extra care. Benefit: Ensures the home is safe and suitable for pregnant tenants or new parents. Mitigating Factors: Schedule visits flexibly and in advance to accommodate tenants and family member, friend, carer or advocate. Appointment reminder is issued. Reasonable adjustments are offered where needed. Visit includes discussion on heating, damp, and household/property size. Sex: Evidence: - Tenant demographic data - Previous visit outcomes - Complaints and feedback - Consultation with EA Federation of Tenants and Residents - Tenant Satisfaction Survey 2023 - Housing Need and Demand Assessment 2025 - Local Housing Strategy 2019-25 Impact: Differential impact. A lone female tenant may feel uncomfortable with a male officer, especially if unaccompanied or without prior notice. Benefit: - Ensures lone tenants (especially women) feel safe and respected during visits. Mitigating Factors: Schedule visits flexibly and in advance to accommodate tenants and family member, friend, carer or advocate. Appointment reminder is issued. Reasonable adjustments are offered where needed. Sexual Orientation: Evidence: - Tenant demographic data - Previous visit outcomes - Complaints and feedback - Consultation with EA Federation of Tenants and Residents - Tenant Satisfaction Survey 2023 - Housing Need and Demand Assessment 2025 - Local Housing Strategy 2019-25 Impact: Differential impact: Tenants in same-sex relationships may feel vulnerable to judgment or discrimination during a visit. Benefit: - Promotes a safe, non-judgmental environment for LGBTQ+ tenants. Mitigating Factors: Staff are trained in equality and diversity. Cross-cutting: Evidence: - Tenant demographic data - Previous visit outcomes - Complaints and feedback - Consultation with EA Federation of Tenants and Residents - Tenant Satisfaction Survey 2023 - Housing Need and Demand Assessment 2025 - Local Housing Strategy 2019-25 Impact: Positive impact. Benefits: - Improved property standards - Strengthened landlord/tenant relationships. - Enhanced tenant wellbeing - Identifies support needs (e.g. health, financial, safeguarding, community supports). - Enables referrals to relevant services, improving quality of life. - Promotion of equality and inclusion.
Summary of involvement with Groups	General information meetings and existing representative groups.
Key recommendations	Approved.

Contact Information

Drag your contacts in here.